For any product-based business, you're likely to deal with customer returns. Luckily, Katana makes handling and restocking returned items structured and more easily integrated into your inventory and fulfillment workflows.
Handle customer returns seamlessly by connecting them to the original sales order (SO). This allows for accurate inventory adjustments, quality tracking, financial reconciliation, and system integrations.
Whether you're accepting full or partial returns, restocking items selectively, or syncing returns from external channels like Shopify, Katana provides the flexibility to adapt to your processes.
Within the Sales screen, you'll see a Returns tab where all of your returns can be found.
Key Benefits
Centralized returns management: Easily access all return records from the Sell screen > Returns tab.
Linked to SOs: Returns are tied to their original SO to preserve traceability.
Item-level changes: Add, remove, or edit each returned item and the reason for return (this includes batch-tracked products).
Comprehensive restocking: Restock all items at once or select only the specific items you want restocked.
Integrated refunding: Trigger credit notes automatically in QuickBooks Online based on an SO's return status.
Shopify integration: Automatically sync returns initiated in Shopify, including line items, notes, and locations.
Returns tab
The Returns tab will be empty until you create your first return. If it is empty, go to the Sell screen > Sales orders tab > Done table and choose a completed SO to return.
Return statuses
Not returned
Indicates that a customer has initiated a return, but the items have yet to be received. At this point, inventory will not be affected.
Common scenarios:
Customer shipped back the items, but they're still in transit.
You've been notified of the return, but haven't physically received it.
Possible actions:
Track the shipment if tracking details are available.
Generally, you will want to hold credit notes or refunds until items are marked as Returned.
Returned
Used if the returned items have arrived, but haven’t been restocked into inventory.
Common scenarios:
The warehouse team has received the return and performed a visual inspection.
The returned items are pending quality control or assessment.
You've confirmed the return, but are still deciding if the items are usable for restocking.
Restocked
Returned items have been verified and successfully restocked into inventory.
Common scenarios:
The items were returned in resellable condition.
You've used the Restock option for eligible items.
Inventory counts are updated, and the stock is now available again.
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